Help Desk Technician I-II

Location: Maxwell AFB – Gunter Annex, Montgomery, AL

About the role

Seeking a highly qualified Help Desk Technician to join our dynamic team on the Field Assistance Service (FAS) Program in Montgomery, AL. The FAS team provides 24/7/365 Help Desk Support for the Air Force and Department of Defense.

Responsibilities

• Provide help desk support for all supported applications via phone/email.
• Serve as the initial contact for reporting technical issues and answering questions regarding field user issues.
• Accurately diagnose client technical issues; gather necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions to resolve field user issues.
• Escalate unresolved issues to Team Leads.
• Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Maintain current knowledge of relevant technologies as assigned.
• Provide guidance and work mentorship to less‑experienced technicians.
• Additional responsibilities as assigned by management.

Qualifications

• Associate degree preferred, or equivalent combination of education, technical certifications, training, or work experience.
• 2‑4 years of telephone customer service or help desk experience.
• Familiarity with ticketing software (e.g., Remedy).
• Experience providing technical support and troubleshooting network, desktop, and/or systems hardware and software.
• Excellent communication, business analytical, and problem‑solving/troubleshooting skills.
• Effective customer service and management skills/capabilities, including demonstrated ability to work cross‑functionally (internally) and/or externally.
• Strong English language skills (both written and verbal).
• Willing to work overtime, holidays, and weekends when necessary.
• Must be a U.S. citizen and currently possess an ACTIVE Secret‑level clearance, with ability to maintain such clearance.
• Experience with one or more of the following programs is desired: Automated Civil Engineer System (ACES), Air Force Equal Opportunity Network (AF EONET), Aviation Resources Management System (ARMS), Cargo Movement Operations System (CMOS), Logistics Module (LOGMOD), Online Vehicle Interactive Management System (OLVIMS), Air Force Way (AFWay), Air Force Portal.

Benefits

• PTO
• Holiday Pay
• 401K with a 4% Match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life & AD&D
• Voluntary Life AD&D
• Short‑term Disability
• Long‑Term Disability
• Health Savings Account
• Flexible Spending Account (Health and Dependent)
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Employee Assistance Program (EAP)

Schedule

The role supports 24/7/365 operations, requiring day, swing, and mid‑shift work schedules, with overtime, holiday, and weekend work as needed.